Knowledge Management Foundations: KCS Principles (3 day course)

Organizations that leverage knowledge and manage it effectively can improve consistency, decrease the average cost per ticket, and create an overall more seamless customer experience. A thriving knowledge management practice - one that successfully captures, structures, and reuses information - is a vital component of top performing companies, and can provide them with a strong competitive advantage.

Price:
$1,995.00

This knowledge management best practices course will provide contact center supervisors, managers, and directors with a set of practical steps for capturing, storing and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Support that creates and maintains knowledge as a by-product of the incident management process.

Discover how YOUR organization can gain a competitive advantage through a knowledge management initiative that enables just-in-time training, reduces handling time and increases first contact resolution rates.

What You Will Learn

• How to efficiently create and maintain quality, easy-to-find content in the knowledge base
• Ways to motivate agents to use the knowledge base and effectively assess individual and team contributions
• How to articulate the value of knowledge management practices for your organization
• Strategy for sustainable success that minimizes investments in knowledge workflow and maximizes return
• How to capture, structure and reuse knowledge within the call handling process

In-Person Seminar Cancellation Policy

Confirmed registrations can be cancelled up to 14 days prior to the program without penalty. Any cancellations within 14 days of the scheduled class are subject to a cancellation charge of $150. Registrants who do not cancel 7 days in advance are subject to a cancellation charge of $600. The balance of fees paid can be applied to another in-person seminar. You may send a substitute at any time without penalties. Applies to all in-person seminars except Six Sigma.

In the event we must cancel a seminar for any reason, we will be responsible only for refunding the actual seminar registration fees received.

Price:
$1,995.00

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